Firepay, a division of Surefire Commerce, Inc wrongfully froze my account;
Firepay is an online 'payment provider' similar to PayPal and several others. According to their web site, they are a 'division of Surefire Commerce, Inc. Whose world headquarters are stationed in Canada. Enough about the company history, here is my complaint:
In June, I opened an account with Firepay that I funded with my Visa credit card. I had no problems until a few months later when my Visa account was closed. I then asked Firepay to cease from issuing any credits to this account, but they stated that they had no choice in the matter.
In December, my account with Firepay was suddenly closed. When I asked why, I was informed that it was because I was 'disputing charges.' To this day, I have never learned what charges I allegedly disputed. At this point, I was out $130 that I had deposited via my personal checking account.
In early March, I received a statement from Next Card - the issuer of the aforementioned Visa card - showing that more than $1,000 in charges had been made to my CLOSED account via Firepay on February 25. This was absolutely impossible as BOTH accounts were closed. (Later, I learned that this was a mistake made by the credit card company — the same company that filed for bankruptcy just three weeks earlier).
On April 10, I received several e-mails from Firepay to inform me that $1,430 had been credited to my account. This was a mistake on the behalf of the merchant, but that's beside the point. Since my Firepay account was disabled, the monies should have been refused. They now rest in a closed account that I have no access to. I sent more e-mail to Firepay about this matter and was provided a toll-free number to call.
I then spoke with 'Rosie' in the 'Underwriting Department' who refused to provide me an answer as to what might happen with my account. She informed me that the matter would be forwarded to their 'Finance Department' and that someone would let me know one way or the other. I never heard a word from anyone in either 'department.'
On April 24, I once again e-mailed Firepay who stated in a return e-mail that they would forward my 'inquiry' to their 'Risk Management Department.' This situation is ludicrous. I have sent letter after letter to Firepay and its parent company Surefire Commerce, Inc. But have never ONCE received a definitive response. I have also filed complaints via the Better Business Bureau of Quebec who have completely ignored this situation.
Last but not least, I have phoned on more than one occasion, only to be transferred to another department and given the same run-around as before. I do not wish to re-open my account with Firepay. I simply want the $1,430 deposited to my account returned to me as these monies are rightfully mine. For a company whose web site brags that they are doing such outstanding business, I find it incomprehensible that they feel the need to keep this money instead of 'doing the right thing.'
I feel that Firepay/Surefire Commerce is lucky that their headquarters are not U.S.-based as they most certainly would find themselves in the same mess as PayPal: underfire from their members and the target of a class action law suit. I do not want problems with Firepay — I just want my money refunded to me and this matter closed.
Genevieve
Madison, Wisconsin
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